Service Level Agreement

SERVICE LEVEL AGREEMENT FOR THE GAIA LT SUITE

Nuum Solutions and Logient are committed to providing support to all our customers and users. Please note that we can reply to your request within 1 business day, provided that it is posted on our different portals. You may contact us for all our plugins (the Gaia suite, Impact for Jira, etc.) and for any question.

WHERE TO FIND HELP

You may find help in the product sections of our website, click on the Product menu. We have for you:
Support email
Weblink to our support portals via Jira Service Desk (preferred method)
You may also find more information on our Atlassian vendor profile

BUSINESS HOURS

Nuum and Logient inc. will work together into providing a great service within our business hours from 9:00 AM to 5:00 PM North American Eastern Time. We are located in Montreal, Quebec, Canada. We are off in weekends, Canadian Holidays:

New Year's Day (Jan 1st)
Quebec Patriots Day (2nd Monday of May)
Quebec National Day (Jun 24th)
CanadayNational Day (July 1st)
Labour Day (1st Monday of September)
Canadian Thanksgiving (2nd Monday of October)
Christmas Day (Dec 25)
We are also working with a reduced staff during Seasons Holiday (which are generally two weeks including Christmas and New Year's Day). You may use the emergency line for that matter.

WHAT WE DO

Questions regarding product functionality, how to use the products.
Helping you starting up with the product
Bugs, helping you debugging any issues you may have (open a support ticket)
Questions regarding sales
Answering sales-related requests.
Feature requests
Custom plugin modifications (sales inquiries)

PREMIUM SUPPORT

We can provide premium support based on your specific installation, at an additional cost and offered in bank of hours (please contact sales)

Training. Helping you define your templates
Help with programming and using our REST API
Support you with issues that are not related to our products.
Special patches or fixes based on your specific installation